Dear mr. Concerned,
I am writing to you today as i am deeply saddened and upset with my encounter with a spicejet staff members, mr. Shohaib (Last name not known) located at terminal 1, dubai airport. The incident happened at around 3:00 am on friday, 14th september 2018 at dubai airport terminal 1.
My parents, who were traveling from dubai to india, booked a spicejet flight to amritsar (Scheduled to leave at 5:00 am, 14th september 2018). As they were transferring their residence and permanently leaving u. A. E. We had also booked the spice jet cargo service. Along with the cargo service we had also paid for additional baggage – 10 kgs per person, so we paid for 20 kgs additional luggage.
Included in their luggage the had 2 tvs (43 inch and 55 inch). Before we booked the ticket and cargo service my father spoke with the spice jet sales staff and informed them that he will be carrying 2 tvs. The sales staff informed him that we cannot check in the 55-inch tv as the rule states that you can only check-in tvs that are less than 55 inch after which he informed them that in that case he will check-in the 43-inch tv and will send the 55-inch tv via the spicejet cargo service. Throughout this conversation at no point did the sales staff inform my father that there will be additional handling charges if we plan to check-in our 43-inch tv. Had we known this, we could have easily sent the 43-inch tv along with the rest of the cargo, which would have been a cost-effective solution for us.
We were shocked to hear about the handling charges at the check-in counter at the airport (And by that time it was too late to do anything). My father asked to speak with the spice jet staff to discuss this issue, at which point the person at the check-in counter connected him to mr. Shohaib. My father explained him the entire situation and informed him that he was not informed of the handling charges, to which, mr. Shohaib responded that the details are mentioned on their website. My father then told him that the call center staff should have informed him during their long conversation on the tv rules or should have asked him to go through the website to understand all the rules. To this mr. Shohaib, very rudely replied “why should we read out the rules to you, you should read them”. The manner in which he spoke to my father (A customer) was rude, abrasive, unprofessional and highly disrespectful.
After this unpleasant conversation, we went to the spice jet office to speak with mr. Shohaib and inform him that the manner in which he spoke was extremely unprofessional. Once we confronted him, he was not at all apologetic, in fact he was even more insulting. When we told him that this attitude is not acceptable and we will escalate this matter to the spice jet management and send a copy of the complaint to gulf news, his response was – “go do whatever you want!”. This is unacceptable, both professionally as this is not a response or attitude one would expect from an employee, who is representing his company and even at a human level; you cannot speak to a 60+ person in this manner.
All this could have been avoided if, instead of being unprofessional and rude, mr. Shohaib had responded in a professional manner. All he had to say was that – ‘we will look into this matter and will advise our staff to provide the relevant info or at least inform the customer to go to the website and go through the fine print and rules in the future’.
It’s sad to see that people who are suppose to represent their company behaving in this manner and not caring about how it will affect the reputation of their organization.
I request you to look into this matter and take the appropriate action. Also, i strongly demand mr. Shohaib sends a written apology to my father as this sort of behavior is completely unacceptable.
Regards
